Mail Services Manager

4 days ago


Salt Lake, Utah, United States Exela Technologies Full time
Job Overview

Exela Technologies is seeking a highly skilled Mail Services Manager to join our team. As a key member of our operations team, you will be responsible for overseeing the end-to-end delivery of mail services to our clients, ensuring high levels of customer satisfaction and operational excellence.

This is a unique opportunity to work with a leading global BPA leader, combining industry-specific and multi-industry enterprise software and solutions with decades of experience. Our software and services include multi-industry department solution suites addressing finance, accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors.

Key Responsibilities
  • Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs, objectives, and expectations.
  • Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction.
  • Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives.
  • Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.
  • Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.
  • Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues.
  • Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards.
  • Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity.
  • Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.
  • Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement.
  • Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.
  • Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction.
Requirements
  • Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
  • Minimum of 5-7 years of experience in service delivery management, client relationship management, or a related field, Mail Services.
  • Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
Preferred Qualifications
  • Minimum of 2-3 years of front-line management experience.
  • Profit and Loss experience preferred.
  • Mail operations and screening required.


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